# Operations Analyst

Location United KingdomDesired Salary UnspecifiedWork preference Full TimeLinksNot setJoined2 Jul 2026Field / Industry Customer Success

* SharePreferences:Status: Actively lookingRelocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -

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[Overview](#overview)

## About Me

I am an experienced operations, compliance, and service improvement professional with a strong background in customer experience, relationship management, quality assurance, and risk management.

I have a proven ability to lead improvement initiatives, manage complex projects, and build effective stakeholder relationships across regulated environments.

My experience includes root cause analysis, regulatory compliance, process optimisation, and delivering high-quality customer outcomes.

I have worked closely with trustees, sponsors, insurers, legal firms, clients, and senior leadership teams, supporting both operational delivery and strategic improvement.

Throughout my career, I have delivered business-critical projects, led service improvement initiatives, and supported quality assurance, controls, and compliance activities.

I am also committed to continuous improvement, using reporting, workshops, and process documentation to help teams improve performance, reduce risk, and strengthen service standards.

## Skills

### [Project Management](https://jobicy.com/talent/project-management.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Communication](https://jobicy.com/talent/communication.md)[Compliance](https://jobicy.com/talent/compliance.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Risk Management](https://jobicy.com/talent/risk-management.md)[Reporting](https://jobicy.com/talent/reporting.md)[Relationship Management](https://jobicy.com/talent/relationship-management.md)[Training](https://jobicy.com/talent/training.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Change Management](https://jobicy.com/talent/change-management.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Coaching](https://jobicy.com/talent/coaching.md)[Monitoring](https://jobicy.com/talent/monitoring.md)[Operations Management](https://jobicy.com/talent/operations-management.md)

## Education

University of Brighton  1999 - 2002  Biological Sciences

Degree subject listed as Biological Sciences.

CCHS  1994 - 1999  3 A-Levels and 11 GCSEs (A-C)

Secondary education and pre-university qualifications.

## Experience

Operations Analyst @ Pensions Insurance Corporation  Apr 2025 - Feb 2026 Monitored outsourced administration performance, quality, and customer service delivery. Identified trends, training needs, and process improvement opportunities. Conducted quality assurance reviews including file checks, call monitoring, complaints, and key pension processes. Supported project delivery and managed workstreams to agreed deadlines. Ensured outsourced administration teams delivered high standards of customer service and positive outcomes for policyholders.

Service Improvement Specialist @ Equiniti / Mercer / Aptia  Nov 2021 - Nov 2024 Led service improvement initiatives across DB pension administration. Supported legislative and compliance-related projects. Facilitated root cause analysis and process improvement workshops. Produced performance reporting and process documentation for senior stakeholders and clients.

Career Break @ Na  Sept 2020 - Sept 2021 Travelling in Costa Rica.

Senior Team Leader – Quality Assurance & Controls @ B&CE Insurance Ltd  Jul 2017 - May 2020 Implemented quality management systems and controls for DC pensions. Led complaint, breach, and root cause analysis activities to drive service improvements. Oversaw operational controls, risk mitigation, compliance monitoring, and audit actions. Managed team performance, training, development, and regulatory compliance. Deputised for the Operational Controls & Assurance Manager.

Business Assurer – Risk & Controls @ OneFamily  Feb 2017 - Jul 2017 Assessed business risks and tested controls. Conducted audits, quality reviews, and transactional monitoring. Analysed breaches and trends, reporting findings to senior management.

Quality Assurance Specialist @ OneFamily  Jun 2015 - Feb 2017 Assessed customer service quality through call, administration, and process reviews. Coached managers and advisers to improve quality and accuracy. Produced quality and breach reporting and supported the development of monitoring standards.